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FAQ
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Order Issues
Shipping
Returns & Exchanges
Product Information
Members Area
Technical & Payment
Order Issues

I have not received any updates about my pre-order?

Some items on our website are available for pre-order only. As highlighted on their product pages, these items are currently out of stock and if you include one of them in your order, the dispatch of the whole order will be delayed until the items have been restocked.

Estimated dispatch time for pre-orders is stated in the product description. The dispatch of some pre-orders may be delayed further depending on stock demand.

A confirmation will be sent to you by email once your order has been fully processed. Thank you for your patience and continuous support.

I have not received my confirmation email?

If you have not received your order confirmation email, please be sure to check your junk/spam folder as our domain may not be on your safe sender list. Be sure to add us as a safe sender once you have located your email.

You can also try searching for “AJBXNG” or the name of the products you ordered in your email folders to bring up all related emails.

No joy after 24 hours? Please send our support team a ticket.

I have received a faulty item what shall I do?

Sorry to hear that you received a faulty item, we want to sort this out quickly as possible. Please contact our support team with the order number, description of the faulty, picture of the faulty item and the name of the faulty product.

Can I cancel my order?

As your order has been successfully completed, unfortunately any cancellations can be made after purchase. Please see our terms and conditions below:

My shipping address is wrong, how do I change this?

Our warehouse processes orders as quickly as possible, so it is likely that we will not be able to amend your delivery address once your order has been placed.

Please submit a ticket immediately asking our team if they can amend this information for you. Please mention the correct address so that, if possible, we can change it for you right away.

Please note that we cannot guarantee change-of-address requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 24 hours to review your ticket and by then, your order might already be fully processed.

If we cannot amend your shipping address, your order will be delivered to the address you entered during checkout and you will be responsible for retrieving it.

If your order is returned to us due to a failed delivery (this includes not being home to receive your order) it will be cancelled and you will be issued a refund. We will not be able to resend any returned products, so you will need to create a new order if you would still like to receive these.

How do I amend my order after it has been placed?

Our warehouse team are quickly to process orders and get the product packed. Unfortunately, we are unable to make any changes once you’ve placed your order. Please see our return policy.

I am missing a product from my order?

Please contact our support team, with the order number, missing product name, email address you used to purchase the product with, so we can resolve the issue quickly as we can.

Received the wrong item?

Please contact our support team, with the order number, the name of the wrong product received and a picture of the wrong item, please let us know the email address you used to purchase the product with, so we can resolve the issue quickly as we can.

Shipping

We deliver to all UK mainland address. Deliveries will arrive between 9am and 6pm, Monday to Friday excluding Bank Holidays. We require a signature upon receipt to ensure safe delivery.

Once you've placed an order, we'll send you an Order Confirmation email as well an email to let you know when we've dispatched your order. 

Please be aware that all items have a processing and dispatch lead up time of up to 14 working days.

Final shipping fees are calculated at checkout based on weight and location.

What are the shipping costs?

UK DPD Standard Delivery: £6.85

(2-4 days from dispatch)

EUROPE DELIVERY

All orders are shipped from the UK. AJBXNG are in no way involved in the request of any customs charges or taxes when your order reaches your destination country. These charges vary and are responsible to be paid by the recipient. Due to Brexit, costs of shipping into the EU are now extremely high.

DPD Air Classic: £44.99

INTERNATIONAL DELIVERY

International Custom fees & Duties

International duties and taxes are determined by the shipping address entered at checkout. If taxes and duties are included in the price of your order this will be mentioned at checkout.

Alternatively, your order may not include taxes and duties. This means your parcel may incur customs duties and taxes by your local customs office. Please consult your local customs agency for more information. If applicable, you will be required to pay such fees upon receiving your order.

It is not guaranteed that there will be a duty charge, its dependant on each shipment and each customs official around the world.

North & South America (3-17 days from dispatch): £23.99

Asia & the Middle East (3-17 days from dispatch): £23.99

Australia & Oceania (3-17 days from dispatch): £23.99

What is the difference between a dispatch time and a delivery time?

The time of dispatch is how long it takes for your order to be packed and ready to be shipped. The delivery time is when your order has been shipped and is waiting to be delivered by the currier.

Please note, our dispatch time is 14 working days.

How can I track my parcel?

We highly recommend downloading the DPD app for iOS and Android.

My tracking number says my order has been delivered but i have not received it?

If your tracking number states it has been delivered please contact DPD directly. As they would be able to assist you further to track down your parcel. Firstly, please check with your neighbours if they have kept your parcel safe for you. If your parcel has been delivered to the wrong address, please ask your courier service to file an investigation for lost parcels.

If you have followed the steps above and still facing any issues, please contact our support team.

Can I have my order delivered to a PO box?

No, our preferred couriers cannot deliver to a PO box.

Can I change my delivery option?

As your order goes directly to our warehouse team, as we process orders as quickly as we can, therefore we can not make any amendments to your order.

Returns & Exchanges

What is your return & exchange policy?

Return Policy:

CLOTHING:

- Item(s) must be unworn & unwashed. All labels must still be attached to return the goods.

- Item(s) cannot be returned if the care label has been cut/removed.

- You have 30 days from the date you received your items to make a return.

- If all of the items don't fit into one parcel, you'll need to create a separate return and return your items in more than one parcel.

- Please ensure you enclose a completed returns form with your order (if you do not have one, you can download a returns form here).
- Ensure your return is well packaged, and meets all the conditions outlined at the
bottom of this page.
- Returns should be shipped with a service that provides a tracking number (Royal
Mail Tracked or Special Delivery are advised) and insurance as we are not
responsible for delayed or lost packages.

- Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. 

FITNESS AND BOXING PRODUCTS:

- AJBXNG cannot exchange or refund any physical products if opened due to hygiene reasons. (regulation 28(3)(a), CCRs). They must be returned unopened and in their original packaging.

- RETURNS FROM POSTAL SERVICE: If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for the postage as we have incurred the cost sending you the order.

- IF YOUR ITEM IS NOT RECEIVED: If the shipping time has expired and customer support cannot find a solution to fulfil your order we will offer you a replacement order to send you the goods again.

- RETURNS BY CUSTOMER: Any returned parcels sent by the customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded.

What is the address to return a faulty item back?

For any faulty items please contact the support team, with your order number, faulty product name and a picture of the faulty item. You also have to complete a returns form that can be downloaded here.

What is the time frame for my refund to be processed?

Once we have received your order and there is no issues, refund takes 5-10 working days to your original payment. You will be sent a confirmation email to let you know we have received your order and to confirm refund has been processed.

Product Information

Where is the size guide?

The size guide is located on all relevant product pages.

Download size guide for hoodies and Tee's here.

Is the clothing for Men and Female?

The clothing is unisex.

If you have any questions, please contact our support team.

The product says sold out, can I pre-order?

Unfortunately, there is no sign up page for preorder, as we are continuously will be doing new releases and ordering more stock due to the demand.

Please keep an eye out on AJBXNG instagram and website for updates.

Why have I received a refund of my order?

If your order has been undelivered or unfortunately if your order contained any out of stock items, your order will be automatically cancelled and fully refunded.

Members Area

To access members area, please click here.

Technical & Payment

My card is being declined, who do I contact?

Please make sure to double-check all your card information, including zip/post code of your billing address, is correct. In addition, double-check that the card you are trying to use has not expired.

In most cases, if all the information you are providing is correct but your card is still being declined, this would be due to your bank rejecting the payment.

This might be because they do not recognise our domain and/or are not sure whether you are the person trying to complete this transaction.

If you find yourself in this situation we would recommend trying to use another card (or PayPal), or ringing your bank to tell them that you are making this transaction before you try again.

My payment has gone through, but not received my confirmation email?

Please check your junk/spam folder and please try to type in “AJBXNG” in your search bar in your inbox, this should bring up your emails. There could be a delay in receiving your confirmation email, please wait up to 24 hours.

If you have done the above steps, please contact the support team with your order number, full name, email address used to purchase the products, if you paid using paypal please send us your paypal invoice ID number so we can search for your order.

There is a duplicate payment, what shall I do?

Get in touch with us if you have paid twice for the same order and we can refund it for you. If you buy 2 separate items there are no refunds.

What shall I do if I am facing issues accessing your website?

Please refresh the website or try using a different internet browser. However, check your bank statement in case your order has gone through, to avoid duplicate orders.

If you need further assistance, please contact our support team, with the screenshot of error you are facing and which device you are using to access the website.

The checkout page does not load on my desktop site?

Please delete your cookies on your PC, once you have cleared your cookies please try to reopen the website. Next step, is to use a different internet browser or device, we do suggest to have the latest version of your operating system.

If you have done the above steps, still having problems, contact our support team, if you can send us much details, such a screenshot of the error browsers, which browser you are using, if you done the steps above to resolve it.

Delayed order confirmation email?

Please check your junk/spam folder and please try to type in “AJBXNG” in your search bar in your inbox, this should bring up your emails. There could be a delay in receiving your confirmation email, please wait up to 24 hours.

If you have done the above steps, please contact the support team with your order number, full name, email address used to purchase the products, if you paid using paypal please send us your paypal invoice ID number so we can search for your order.

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